At CVS Health, manage service delivery and production support for over 40 applications and services. I architect the SRE operating model for Member and Clinical Services Engineering and defined the reliability measures now used enterprise-wide. I also built an Azure Monitor-to-ServiceNow-to-xMatters alerting pipeline and brought LLM runbook tooling and Teams-integrated self-service chatbots into operations.
At KnoxCalls LLC, I’ve designed, built and operated four production AI voice platforms, including NightWatch for after-hours answering and dispatch and Voco for AI phone ordering. I also developed JobQual for recruiting-agency screening and CallSentry for real-time scam detection.
At Bayer Crop Science, I led 24x7 operations for FieldView, cutting MTTR from 96 hours to 90 minutes and raising L3 SLA compliance from 40% to 85%. I also helped guide an org-wide SAFe transformation involving 400+ engineers and introduced generative AI into operations.
